A joint chance-constrained programming approach for call center workforce scheduling under uncertain call arrival forecasts
نویسندگان
چکیده
منابع مشابه
A joint chance-constrained programming approach for call center workforce scheduling under uncertain call arrival forecasts
We consider a workforce management problem arising in call centers, namely the shift-scheduling problem. It consists in determining the number of agents to be assigned to a set of predefined shifts so as to optimize the trade-off between manpower cost and customer quality of service. We focus on explicitly taking into account in the shift-scheduling problem the uncertainties in the future call ...
متن کاملStaffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach
W consider the problem of staffing call centers with multiple customer classes and agent types operating under quality-of-service (QoS) constraints and demand rate uncertainty. We introduce a formulation of the staffing problem that requires that the QoS constraints are met with high probability with respect to the uncertainty in the demand rate. We contrast this chance-constrained formulation ...
متن کاملParametric Stochastic Programming Models for Call-Center Workforce Scheduling
We develop and test an integrated forecasting and stochastic programming approach to workforce management in call centers. We first demonstrate that parametric forecasts can be used to drive stochastic programs whose results are stable with relatively small numbers of scenarios. We then extend our approach to include forecast updates and two-stage stochastic programs with recourse and provide a...
متن کاملStaffing a Call Center with Uncertain Arrival Rate and Absenteeism
This paper proposes simple methods for staffing a single-class call center with uncertain arrival rate and uncertain staffing due to employee absenteeism. The arrival rate and the proportion of servers present are treated as random variables. The basic model is a multi-server queue with customer abandonment, allowing non-exponential service-time and time-to-abandon distributions. The goal is to...
متن کاملDistributionally robust workforce scheduling in call centres with uncertain arrival rates
Call center scheduling aims to set-up the workforce so as to meet target service levels. The service level depends on the mean rate of arrival calls, which fluctuates during the day and from day to day. The staff scheduling must adjust the workforce period per period during the day, but the flexibility in so doing is limited by the workforce organization by shifts. The challenge is to balance s...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Computers & Industrial Engineering
سال: 2016
ISSN: 0360-8352
DOI: 10.1016/j.cie.2016.03.013